ComplaintsforEverly Health

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The worst company EVER. Took CoVid test at Rite Aid, got results back and they said Detected, Out of Range I called quest diagnostics, who is partnered w rite aide and asked for an explanation. They dont explain test results so they hat PWN Health call me back. They are yet another 3rd party providerDOESNT ANYONE DO WORK THEMSELVES ANYMORE ?!?!?! So they call me and then hang up on me. I called back and got funneled into an automated call line which left me on hold for 25 min and then the system said goodbye and hung up on me. I repeated this procs 3 times and then called quest back and they connected me to the same PWN Health call center and repeated the hood for 25 min disconnect process a 4th time.Quest and their new partner PWN HEALTH are the WORST

  Business response

  01/31/2023

  Were sorry to hear that this customer had such a frustrating experience! Weve reached out to them to discuss their concerns and make sure they have what they need to move forward with their results.

  Customer response

  01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Yes they reached out to me and got disconnected AGAIN. Then when I called back again gif out in hold by automated system and after 25 minutes got disconnected AGAIN. In what way does calling me back address the obvious process issue that they have and what are they doing to fix the hold time and the disconnection after leaving sick people trying to get medical information on hold? What is this company doing to improve their business practices?

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  03/01/2023

  Were sorry that the customer had a frustrating time connecting with us. We typically have a 2-5 minute average wait time for our COVID-19 line. Additionally, there is an option to leave a message once a customer has waited 5 minutes.

  We researched the days in reference and and found 4 calls dropped within a short period of time on 1/27/23.  At this time, we do not know if this was a telephonic error or caller disconnection that was the cause of the calls dropping. We apologize for the inconvenience and we appreciate the opportunity to improve our experience. If the customer has any other questions or concerns, they are welcome to email ********************************** and well be happy to help.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** contracts with ********* to provide PCR COVID testing. I have had 2 tests and I never received the results. I called ********* and they stated the specimen was shipped. I called ********** and they stated the received the specimen and I would have to wait longer. I waited further without receiving any results. I went to ****** Reviews and discovered that this company has a repeated negative history of not providing the test results that they have been contracted to provide. If they have filed an insurance claim to collect the money for these tests then they are comitting fraud. This company needs to be investigated by multiple agencies for fraud, breech of contract, and medical malpractice. Attached is my ********* information regarding the sample collection reservation. ********* says they cannot help me further.

  Customer response

  02/21/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by PWNHealth LLC regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

  Business response

  04/15/2022

  ********** is the clinical oversight provider for ********* Covid 19 testing providing notification for the test results when positive.  However, we are not the lab that processes the Covid 19 test samples.  At the time the turn around time for the labs varied due to increased volume, or other delays in the process.  In this case, ********* used a partner lab, and that lab advised us generally that there were delays due to incremental weather.  The order has a collection date of 01/04/2022 12:00PM, the sample was processed by ***** **** Results posted to order on Sunday 01/09/2022 12:37AM PST. On 01/09/2022, the lab advised PWN of general delays of sample deliveries to the lab since 01/05/2022 due to winter storms across the north. Although the lab didn't identify specific samples negatively impacted by the storm, this was likely the cause of the delay to receive results.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩